4X10 Customer Service Representative

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We are looking for 4X10 Sales Representatives to support consumer and business outbound sales programs for commercial clients. In this role, you will make outbound calls to prospects and customers, acquire new customers, up-sell existing ones, and provide customers with information on client products and services. 

 

A wide variety of project openings are available, representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone. Candidates should be highly reliable, have excellent communication skills, and be willing to continually learn on the job.

 

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

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POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. It requires you to interact with customers nationwide to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.  

 

Key Responsibilities:

• Handle inbound and outbound contacts courteously, timely, and professionally.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks courteously and professionally.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to answer customer questions accurately.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately escalate customer issues with the managerial team.
• Escalate customer issues to the appropriate staff for resolution as needed.
• Ensure first-call resolution through problem-solving and effective call handling. 
• Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and process changes.
• Adhere to all attendance and work schedule requirements. 

STANDARD QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

We provide all new employees with world-class training, so positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

 

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of the Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow up on customer issues
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

 

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

CONDI